Feedtrail Implemented at Novant Health to Evaluate Real-Time Patient Sentiment

Feedtrail, a leading patient engagement platform, has expanded its partnership with Novant Health to enhance patient satisfaction and education as vaccine distribution continues to evolve nationwide.

Since January 2021, Novant Health’s patient experience team has leveraged Feedtrail’s experience management (XM) platform to gain valuable insights into patient experiences. The flexibility of Feedtrail’s system enabled Novant Health to deploy a customized two-question survey for each of its vaccine distribution centers and pop-up clinics in under a week. The real-time feedback collected through the platform is discussed during daily team huddles, helping to improve communication, recognize staff efforts, and address patient questions on-site.

“We use Feedtrail across multiple care settings to deliver unique, patient-specific insights, and now the post-vaccine visit surveys are adding another layer of feedback and ensuring patients that we’re listening during this critical time,” said Kirsten Royster, Chief Experience Officer at Novant Health. “Team members are hearing positive patient stories after a draining year managing the pandemic, and we’re able to implement small changes every day to enhance our vaccine procedures and communication. We’re looking forward to continuing our partnership with Feedtrail as we use real-time patient feedback to inform experience design across the patient journey.”

Novant Health uses Feedtrail’s XM platform to send targeted text-based questions to patients across care settings such as imaging, occupational medicine, urgent care, and behavioral health. The resulting insights are integrated into Novant’s existing systems, allowing leadership to rapidly identify and address operational challenges. This direct line of communication fosters personalized engagement, real-time service recovery, and supports Novant’s mission to improve the health of communities one person at a time.

“It’s fantastic we’ve been able to support Novant Health’s evolving experience management needs, especially as the patient journey has expanded to include COVID prevention and management,” said Paul Jaglowski, CEO of Feedtrail. “Their team knows incorporating the voice of the patient across processes is key to exceeding expectations and, ultimately, creating better outcomes.”

About Feedtrail
With Feedtrail XM, healthcare organizations can identify and deliver what matters most to patients, providers, caregivers, and employees. Its secure, cloud-based experience management (XM) solutions and advanced data analytics enable healthcare teams to engage the right people at the right time, uncover actionable insights, and take targeted steps to drive continuous improvement and measurable results across the care lifecycle. Over 70 health systems across 4,000 sites in 14 countries use Feedtrail to improve patient-centered care and business outcomes. Learn more at feedtrail.com.